About the role;
As Operations Manager you will lead our 1st Line support team and shape the success of the 12-month TSG Academy programme. Reporting to the Operations Director, you’ll balance day-to-day service performance with the coaching, mentoring and progression of trainee engineers – taking raw talent and ensuring they are ready for 2nd line roles at the end of the programme. This position is based full time at our Head Office in Team Valley.
Who are we?
TSG (Technology Services Group) are a Managed IT Services provider supporting businesses UK wide with their technology solutions. As a Microsoft Partner we are committed to delivering excellence for our customers alongside investing in our colleagues to provide them with the knowledge and tools required to deliver great results.
TSG are one of the few Microsoft Partners in the UK who hold all six Microsoft designations, and one of the only partners who specialise in mid-market. Our commitment to excellence for our customers and employees is backed by our consistent world class NPS score of +80 and our recent accreditation as a ‘Great Place to Work’ in addition to being placed on the ‘2024 UK’s Best Workplaces in Tech’ list. Our guiding principles of Team TSG, Service Excellence and Shared growth are at the heart of everything we do.
Why should I work for TSG?
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Employee ownership – as a growing business we want to ensure that everybody who contributes towards our success, shares in our success. High performing members of Team TSG are entered into an employee benefits trust (EBT). The EBT is the single largest beneficiary within TSG meaning employees will share the benefits of the proceeds, driving a high performing culture with long term value and mutually beneficial outcomes
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Our open and honest culture where feedback is taken on-board and acted upon
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Our social events – annual all expenses paid ‘TSG Festival’ and team building funds
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Two paid CSR days per annum that you can use to support the community
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Giving something back – the ‘TSG Foundation’ established in November 2022 has so far donated over £160,000 to support nominated businesses and charities
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Our responsibility to the environment as we work towards net carbon zero
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Flexible working opportunities including home working and hybrid options
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Annual salary benchmarking
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Excellent progression opportunities, training and support, including recognised qualifications
Job responsibilities will include, but are not limited to;
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To manage the Practice Team, including activities such as the effective running of team meetings, conducting appraisals and addressing recruitment needs where appropriate
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To be able to define and manage Operational Level Agreements which will help to meet SLAs and develop SMART objectives linked to the organisational goals
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Manage the commercial and financial performance of the team
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Identify success and failure early to maximise opportunities and take correction action as required
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Support and drive the development of the Practice Teams, identifying suitable training and development opportunities
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To ensure that the key performance indicators are met, and risks are effectively managed
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To support Practice Team members dealing with problematic customer issues, project barriers and risks
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To support the evaluation and implementation of systems or procedures that will improve the efficiency of the Practice
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Effective resource management, which may include subcontractor resource
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Own performance management for 1st Line & Academy cohorts – utilisation, quality and customer satisfaction
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Define, track and report on SLAs, KPIs and Academy milestones
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Schedule rotas, projects and shadowing to maintain SLA adherence while maximising learning opportunities
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Curate technical and professional development pathways and certifications
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Champion a culture of first-contact resolution and continual improvement through processes to drive efficiency
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Manage recruitment, onboarding and graduation of each Academy intake, ensuring a healthy pipeline into 2nd Line
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Act as escalation point for priority incidents and customer concerns, coordinating cross-team resolution
Knowledge, Skills & Experience;
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Educated to degree level or equivalent experience
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Project Management (PRINCE2 or Similar) is desirable
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Experience in project management / operations environment with a good appreciation of the customer and service/project interface
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Extensive proven experience in a leadership role managing sizeable teams, preferably across a variety of role levels
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You will have strong Interpersonal skills
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Possess strong Commercial and Financial skills able to forecast, identify gaps and think proactively to meet targets
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Possess strong analytical and problem-solving skills
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Ability to motivate team members
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Ability to track and measure staff performance
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Ability to oversee budgeting, reporting, planning, and auditing
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Exceptional organizational skills
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Understanding of necessary legal and regulatory frameworks and their impact on the practice
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Managing teams including conducting appraisals, disciplinary meetings, team communications / meeting and recruitment activities
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Change management skills with the ability to effect change across the business
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A full UK drivers’ licence is essential
Benefits;
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25 days annual leave + public holidays, rising with length of service
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Employee benefits trust
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Company bonus scheme
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Life assurance 4 x Salary
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Contributory pension scheme at 4% matched
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Healthcare and cash plan
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Electric vehicle salary sacrifice scheme
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Cycle to work scheme
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Perkbox discounts
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Employee assistance programme
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Paid CSR Days
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Company sick pay and income protection cover
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Enhanced Maternity and Paternity pay
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Employee recognition scheme
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Eyecare vouchers
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Discounted gym membership
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Long service rewards
If this sounds like the role for you, please apply today to be considered.